중·소 호텔 창업을 위한 호텔기업의 서비스 환경 및 이미지, 고객만족, 재방문의도에 관한 연구

• 영문명: A Study on Hotel Service Environment, Hotel Image, Customer Satisfaction, and Revisit Intention for the small or middle size of Hotel Venture
• 발행기관: 한국창업학회
• 저자명: 오재신(Jae Sin Oh) 공춘무(Choon Moo Kong) 정기한(Ki Han Chung)
• 간행물 정보: 『한국창업학회지』제7권 제1호, 1~21쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.03.31

영문 초록

The purpose of this study is to examine the importance of environments in hotel service industry. This study is to analyze effect of service environments on hotel image, customer satisfaction, and revisit intention. The service environments are categorized as five factors; personnel services, cleanliness, convenience, attractiveness, and amenity. The data was collected from 247 customers who visited hotels in Busan and Gyeongnam area. 230 respondents were analyzed via intercept survey based on self-administered questionaries. The research results obtained through the empirical analysis are summarized as follows. First, service environment affect positively hotel image, customer satisfaction which are affect to venture a small and a middle hotel in local cities. Otherwise, service environment have indirect effect positively on revisit intention. Second, hotel image affect positively customer satisfaction and revisit intention. Third, customer satisfaction affect positively revisit intention.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형 및 가설설정

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

Abstract

키워드

Service environment Hotel image Customer satisfaction Revisit intention Hotel venture.